We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 120163 results
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Decision Reference DRN-4381524
10 Oct 2023 Santander UK Plc UpheldBanking and PaymentsDRN-4381524 The complaint Mr S complains that Santander UK Plc provided him with poor customer service regarding a block on his account. What happened Mr S rang Santander as his account was blocked. He said that he felt he was being mocked on the call, the call handler told him she didn’t ... (3 pages)View decision -
Decision Reference DRN-4273531
10 Oct 2023 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4273531 The complaint Mr C complains Lloyds Bank plc (Lloyds) failed to send him his closing bank account statements and when he complained about this, he was threatened by a member of staff. What happened Mr C says he contacted Lloyds in April 2023, as he hadn’t received his closing b... (3 pages)View decision -
Decision Reference DRN-4354504
10 Oct 2023 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4354504 The complaint Miss T is unhappy with the service provided by Royal & Sun Alliance Insurance Limited trading as More Th>n (RSA) following a claim made on her home emergency policy. RSA are the underwriters of this policy. Part of this complaint concerns the actions of thi... (5 pages)View decision -
Decision Reference DRN-4003250
10 Oct 2023 Bank of Ireland (UK) Plc UpheldMortgagesDRN-4003250 The complaint Mrs M complains that Bank of Ireland (UK) Plc (BoI) caused delay in her taking a new interest rate on her mortgage. What happened Mrs M has a mortgage with BoI. Sadly her property was very badly damaged in a fire. It was then rebuilt following an insurance claim. ... (2 pages)View decision -
Decision Reference DRN-4390700
10 Oct 2023 Loans 2 Go Limited UpheldConsumer CreditDRN-4390700 Complaint Miss N has complained about a loan Loans 2 Go Limited (“L2G”) provided to her. She says the loan was unaffordable and therefore shouldn’t have been provided to her in the first place. Background L2G provided Miss N with a loan for £800 in June 2022. This loan had an A... (3 pages)View decision -
Decision Reference DRN-4390371
10 Oct 2023 Loans 2 Go Limited UpheldConsumer CreditDRN-4390371 Complaint Miss H has complained about loans Loans 2 Go Limited (“L2G”) provided to her. She says the loans were unaffordable. Background L2G initially provided Miss H with a loan for £500 in May 2021. This loan had an APR of 1,013.2% and an 18-month term. This meant that the to... (3 pages)View decision -
Decision Reference DRN-4152830
9 Oct 2023 Loans 2 Go Limited UpheldConsumer CreditDRN-4152830 The complaint Miss R complains about how Loans 2 Go Limited treated her when she fell into financial difficulties, and about how much interest she was charged on her loan. What happened In December 2019 Miss R took out a regulated, unsecured fixed sum loan for £650. The APR was... (3 pages)View decision -
Decision Reference DRN-4390624
9 Oct 2023 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-4390624 The complaint Mr H complains that Accredited Insurance (Europe) Limited unfairly declined his claim on a motor insurance policy. What happened The subject matter of the claim and the complaint is a car, first registered in September 2016. Mr H acquired the car in late March 201... (4 pages)View decision -
Decision Reference DRN-4099631
9 Oct 2023 Nationwide Building Society UpheldInvestmentsDRN-4099631 The complaint Mr S has complained about delays and misinformation given to him by Nationwide Building Society (Nationwide) at the time of maturity for his child trust fund (CTF). What happened Mr S’ CTF matured in February 2022, as he turned 18 years-old. Prior to this, he was ... (2 pages)View decision -
Decision Reference DRN-4390864
9 Oct 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4390864 The complaint Mr E has complained that HSBC UK Bank Plc (trading as first direct) won’t refund the money he lost after falling victim to a scam. What happened Mr E was invited to a group on an instant messaging app. It focused on investments, run by someone who claimed to be af... (4 pages)View decision
